I just spent a considerable amount of time on hold on the phone to a major airline. The usual hold music was interrupted every 20 seconds or so by a voice announcing various special offers etc. This is extremely annoying as every time the voice came on I had to pay attention to make sure that it wasn’t actually someone finally answering my call. With just music, I can keep working or doing something else while holding. Voice ads during holding significantly increase the opportunity cost of holding. Please think about the costs you are imposing on your customers …